A very useful tool
December 08, 2021

A very useful tool

Andrea Bardone | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow IT Asset Management

We use ServiceNow in order to manage all new requests by my customer and all problems in the actual data management. A customer could open a request on our queue, describe the needs, with a complete description, one or more attachments, and a priority. We could manage and solve the problem, or only analyze and move the request to another team/queue. We could send an update with the customer communication notes.
  • Manage request by different team.
  • Follow a workflow.
  • Create dashboards.
  • Simple search is working well. Sometime we need an advanced search.
  • Sometime it's quite slow. We need more responsive for first view of a ticket.
  • Complete export function with all data.
  • Workflow issue management.
  • Report ticket for SLA management.
  • Email notification.
  • Positive: manage ticket in a short time.
  • Positive: relationship with customer.
  • Negative: use two tools in order to manage internally by the team.
  • Jira Service Management (Jira Service Desk)
ServiceNow guides the operator in managing the ticket. SLAs are monitored and the ticket history is more clear to analyze Jira is freer, you could lose some updates.

Do you think ServiceNow IT Asset Management delivers good value for the price?

Yes

Are you happy with ServiceNow IT Asset Management's feature set?

Yes

Did ServiceNow IT Asset Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow IT Asset Management go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow IT Asset Management again?

Yes

Jira Service Management (Jira Service Desk), IBM Rational ClearCase
We use service now in order to manage problems by both internal business users and end customers from the call center. We appreciate the tool in these two projects. The ticket management is very easy: the workflow is clear and we have big pros using this tool. In order to manage a lot of tickets by a big team, we have to export data and manage internal status/notes from excel files. This is because there isn't an internal status and there aren't note fields only visible from the internal maintenance team

ServiceNow IT Asset Management Feature Ratings

Software and hardware inventory tracking
9
License management
Not Rated
Asset lifecycle monitoring
7
Contract management
7
Asset relationship management
7